Name: Carphone Warehouse
Address: The Carphone Warehouse, PO Box 375, Southampton
Rating: 1.57

“Absolutely disgusting service”

Helpful Report

Posted 4 years ago

“Cat phone needs to review it's dirty and cunning policiesman”

Helpful Report

Posted 4 years ago

“After ordering online, I had to phone up the next day to clarify information, to which the customer service rep on the phone said I might still get the phone on that day, or if not, the next. Now my delivery estimate is 4 days from when I purchased the phone. Next day delivery has turned into next next next next day delivery. Disappointed.”

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Posted 4 years ago

“If you want help with a new phone or anything Mobile go to Car Phone warehouse Westfield. I visited on Wednesday evening Ewelina was brilliant. No question was too insignificant. she went out of her way to be of service. Well done and thank you so much . A sales person who is actually interested in the cumbersome and their needs, wants to help and make sure you get the best deal for your individual needs. .”

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Posted 4 years ago

“Poor service and dont follow complaints, suppose to get a free gift of wireless headphones never recieved after 3 phone calls was told to claim gift on samsung website to find out .to late to claim gift”

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Posted 4 years ago

“Terrible customer service. as somebody would only be home next day to take a delivery , was told item would be delivered next day on purchase but then received a tracking number for a previous order for somebody else from DPD some 5 months ago. When I called customer service I was told that this would be updated later but item might be delivered on another day. I asked to cancel the whole order but this was refused , service agent then abruptly ended our call. I emailed a complaint containing full details to them but they failed to acknowledge anything I had said. Do not buy anything from carphone warehouse”

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Posted 4 years ago

“I ordered my phone on the 30 of September and it was supposed to come on the 8th of October. It didn’t. Went in to the store I ordered from and they were clueless to where it had gone and said they would get the warehouse to contact me about when my phone would be delivered. They didn’t. Went back again and they are now saying I have to wait til the 22nd to get my phone. Over three weeks since I ordered. I have little faith in it arriving then. Will not be using this company again.”

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Posted 4 years ago

“So decided to trade in my phone so Carphone warehouse won it was delivered Monday 7th Oct to them. so it’s now 10th Oct and I’m still in dark as to what’s happening with the phone no money has been put into my account as per the first on line input no communication saying it’s been delivered or what happens next so called customer service and was not told much emailed them as well still no reply avoid so UPDATE to be now contacted the communications ombudsman about this and submitted a resolver complaint and will be putting an official letter in to head office if anyone is thinking about going to Carphone Warehouse with any kind of electronic equipment think before u send as they don’t keep their end of the contract that use enter into go elsewhere still no money but they have my phone avoid avoid so”

Helpful Report

Posted 4 years ago

“Appalling customer service. I was encouraged to upgrade my phone, however, it turns out that they transferred me to a new contract. I tried to return it within the 14 day period, however, due to the dreadful advice from the customer service team based in South Africa by the time my complaint was addressed I was out of the 14-day timeframe. I tried to escalate my complaint, however, the system is faulty and they would not address the issue. I would strongly advise people from purchasing from Carphone Warehouse as there is NO reasonable customer service.”

Helpful Report

Posted 4 years ago

“Phone ordered online from Carphone Warehouse 15th Set 2019, picked up at shop 16th Sept. Email arrives with contract unable to open as it is password protected. Tried to return to shop 17th Sept as got a better deal elsewhere, told had to take it for collection to DPD collection point, no problem did that, it was collected on 18th Sept. Confirmation of return with signature from CW 11.32am 19th Sept, easy right NOOO, the returned phone now appears on my bill summary, to say I was a little peeved is an understatement. CW then try to send another phone to me I refuse acceptance and it is returned, they try twice more to send phone but wait it gets better, get mails of parcel sent but they never arrive for me to refuse. After countless calls to their customer service where I am told I have to get IMEI, CHIP AND PHONE NUMBER for returned phone from my supplier it is like pulling teeth. Anyhow 09 October I contacted my supplier explain the situation they call CW twice are given wrong IMEI number then asked for non existent password then told their systems are down they have to call CW back later, they call CW back and are again asked for information they could not possibly have. Outcome my supplier asked if I had proof of return which I sent. Phone now removed from my account. CARPHONE WAREHOUSE YOU NEED TO TRAIN YOUR STAFF”

Helpful Report

Posted 4 years ago

“About 2 weeks ago after my order failed, it was randomly taken from my card an hour later and I was sent an email saying the order was accepted. A couple days later it was ready to collect. Got to the store and they told me that I can't collect the phone with my card, even though it is the one I bought it with (don't order from here if you use Monzo or any other prepaid or startup bank), called them, employee on the phone told me she would put a note on my account saying to hand me the phone. She did no such thing and store employees said she couldn't authorize that anyway. Had to return the phone and buy it from Apple, after Carphone warehouse had taken payment from me TWICE. Absolutely clueless employees. I can list countless problems with this company. Employees hang up on you when they are too lazy to help you, customer service number will tell you to go to live chat that is never available, and if you ever actually get through via phone, you will find that their number is not free. Employees actually become rude when they realise they can't help you, instead of just saying that they don't know what to do like decent people. They also won't let you speak to any managers. After my 24th call (about 11 of them being hung up on and the rest being told I should go to live chat and being hung up on my the machine) Unfortunately I was only told by friends after I ordered that this is a horrible company to deal with. PLEASE just buy your phones from the manufacturer. Or another outlet. Let companies like this that don't care about their customers go bust.Absolutely clueless employees. I can list countless problems with this company. Employees hang up on you when they are too lazy to help you, customer service number will tell you to go to live chat that is never available, and if you ever actually get through via phone, you will find that their number is not free. Employees actually become rude when they realise they can't help you, instead of just saying that they don't know what to do like decent people. They also won't let you speak to any managers. After my 24th call (about 11 of them being hung up on and the rest being told I should go to live chat and being hung up on my the machine) Unfortunately I was only told by friends after I ordered that this is a horrible company to deal with. PLEASE just buy your phones from the manufacturer. Or another outlet. Let companies like this that don't care about their customers go bust. There are simply too many. Luckily Carphone Warehouse aren't far away from it.”

Helpful Report

Posted 4 years ago

“About 2 weeks ago after my order failed, it was randomly taken from my card an hour later and I was sent an email saying the order was accepted. A couple days later it was ready to collect. Got to the store and they told me that I can't collect the phone with my card, even though it is the one I bought it with (don't order from here if you use Monzo or any other prepaid or startup bank), called them, employee on the phone told me she would put a note on my account saying to hand me the phone. She did no such thing and store employees said she couldn't authorize that anyway. Had to return the phone and buy it from Apple, after Carphone warehouse had taken payment from me TWICE. Absolutely clueless employees. I can list countless problems with this company. Employees hang up on you when they are too lazy to help you, customer service number will tell you to go to live chat that is never available, and if you ever actually get through via phone, you will find that their number is not free. Employees actually become rude when they realise they can't help you, instead of just saying that they don't know what to do like decent people. They also won't let you speak to any managers. After my 24th call (about 11 of them being hung up on and the rest being told I should go to live chat and being hung up on my the machine) Unfortunately I was only told by friends after I ordered that this is a horrible company to deal with. PLEASE just buy your phones from the manufacturer. Or another outlet. Let companies like this that don't care about their customers go bust.Absolutely clueless employees. I can list countless problems with this company. Employees hang up on you when they are too lazy to help you, customer service number will tell you to go to live chat that is never available, and if you ever actually get through via phone, you will find that their number is not free. Employees actually become rude when they realise they can't help you, instead of just saying that they don't know what to do like decent people. They also won't let you speak to any managers. After my 24th call (about 11 of them being hung up on and the rest being told I should go to live chat and being hung up on my the machine) Unfortunately I was only told by friends after I ordered that this is a horrible company to deal with. PLEASE just buy your phones from the manufacturer. Or another outlet. Let companies like this that don't care about their customers go bust. There are simply too many. Luckily Carphone Warehouse aren't far away from it.”

Helpful Report

Posted 4 years ago

“About 2 weeks ago after my order failed, it was randomly taken from my card an hour later and I was sent an email saying the order was accepted. A couple days later it was ready to collect. Got to the store and they told me that I can't collect the phone with my card, even though it is the one I bought it with (don't order from here if you use Monzo or any other prepaid or startup bank), called them, employee on the phone told me she would put a note on my account saying to hand me the phone. She did no such thing and store employees said she couldn't authorize that anyway. Had to return the phone and buy it from Apple, after Carphone warehouse had taken payment from me TWICE. Absolutely clueless employees. I can list countless problems with this company. Employees hang up on you when they are too lazy to help you, customer service number will tell you to go to live chat that is never available, and if you ever actually get through via phone, you will find that their number is not free. Employees actually become rude when they realise they can't help you, instead of just saying that they don't know what to do like decent people. They also won't let you speak to any managers. After my 24th call (about 11 of them being hung up on and the rest being told I should go to live chat and being hung up on my the machine) Unfortunately I was only told by friends after I ordered that this is a horrible company to deal with. PLEASE just buy your phones from the manufacturer. Or another outlet. Let companies like this that don't care about their customers go bust.Absolutely clueless employees. I can list countless problems with this company. Employees hang up on you when they are too lazy to help you, customer service number will tell you to go to live chat that is never available, and if you ever actually get through via phone, you will find that their number is not free. Employees actually become rude when they realise they can't help you, instead of just saying that they don't know what to do like decent people. They also won't let you speak to any managers. After my 24th call (about 11 of them being hung up on and the rest being told I should go to live chat and being hung up on my the machine) Unfortunately I was only told by friends after I ordered that this is a horrible company to deal with. PLEASE just buy your phones from the manufacturer. Or another outlet. Let companies like this that don't care about their customers go bust. There are simply too many. Luckily Carphone Warehouse aren't far away from it.”

Helpful Report

Posted 4 years ago

“First contract I went for was with EE, was an issue I was told wouldn't be a problem to fix and they would call me back when it was solved, never received a call and had to chase it up myself the next day. This issue apparently couldn't be solved so had to go with Vodafone, to be delivered next day. Next day came and without any warning or contact the order was cancelled. After spending much time on the phone again I was told that the fraud team had requested the order was cancelled, yet they couldn't tell me what the issue was or how I could resolve it. During the order processI'd answered all security questions correctly, have excellent credit ratings and received no calls from my bank about any potential fraud issues with my accounts, so I find this very hard to believe. Despite me apparently trying to fraud Carphone Warehouse, they've still taken payment of £209 for the phone from me, and say once they have received the order back (the order that I have never received) and processed it (which they still haven't done), it will take 3-5 working days for me to receive a refund. Funny how they can receive a payment instantly but takes them so long to send it back. Despite their deals being better than going direct to most providers, you get what you pay for, and I would highly recommend staying well clear of Carphone Warehouse.”

Helpful Report

Posted 4 years ago

“Ordered phones online from car phone beware house. The transaction went through and the package was on its way but then the status changed and the package was requested to be returned to car phone warehouse. Called customer service and the lady said that her department is the only one that can tell us the reason and that the only thing she can tell us is that she can't tell us the reason. Excellent. When I made the payment online it went through immediately. I did not make car phone ware house wait 3-5 working days before they could take the money out of my account. I now have to wait for the package to be returned to the depot before the refund can be processed and then it will take a further 3-5 days before I get the money back. I made the purchase for a next day delivery of a phone. If they do not want to go through with the deal that's fine but I want my money back now- not when it suits them. Seen a few stories online including in the Guardian about car phone warehouse rejecting people and not giving a reason why. “Customer care” is unable to escalate the matter in any way (which the chat service said that they would be able to do). All they could do was give me a reference number for my complaint which they said would be dealt with internally. Thank you for numbering my complaint car phone warehouse, I do hope you deal with it internally- that is what I was going to suggest you do with it too. Definitely unhappy with this “service”. See this same story is repeated on here over and over.”

Helpful Report

Posted 4 years ago

“Ordered phones online from car phone beware house. The transaction went through and the package was on its way but then the status changed and the package was requested to be returned to car phone warehouse. Called customer service and the lady said that her department is the only one that can tell us the reason and that the only thing she can tell us is that she can't tell us the reason. Excellent. When I made the payment online it went through immediately. I did not make car phone ware house wait 3-5 working days before they could take the money out of my account. I now have to wait for the package to be returned to the depot before the refund can be processed and then it will take a further 3-5 days before I get the money back. I made the purchase for a next day delivery of a phone. If they do not want to go through with the deal that's fine but I want my money back now- not when it suits them. Seen a few stories online including in the Guardian about car phone warehouse rejecting people and not giving a reason why. “Customer care” is unable to escalate the matter in any way (which the chat service said that they would be able to do). All they could do was give me a reference number for my complaint which they said would be dealt with internally. Thank you for numbering my complaint car phone warehouse, I do hope you deal with it internally- that is what I was going to suggest you do with it too. Definitely unhappy with this “service”.”

Helpful Report

Posted 4 years ago

“I ordered a phone on the Saturday, paying by debit card, but cancelled it before delivery on the Tuesday, so no delivery attempted and back to warehouse...... Only, each call to ask where refund was got a different response. For the first week after that Tuesday it had already been refunded and to wait 3-5 working days. A comment about a cheque having been sent was given short shrift as impossible as I payed by debit card. Very confusing. More calls; more no-refund after 3-5 days....The next agent said it hadn't been refunded (so the previous one had lied) and needed to be passed to and actioned by the banking team, which, now ten days later I am again told the banking team have actually 'got' (on 26th), so not to worry as I will have my refund on 4th Oct. That's another 7 days away! I've really come to see the usually competitive prices as no reason to endure the stress of endless phone calls and the worry of £110 that I can only hope will be repayed - as, too, I have had not one email confirmation of order cancelled never mind one with a whiff of refund! If I get my refund on 4th Oct, that will be basically a stressed-out 3 weeks wait for my money back on an item never delivered, and where many other companies would have a refund processed in a few days. This kind of anxiety and fight to retrieve your money is just not worth it again.”

Helpful Report

Posted 4 years ago

“I ordered a phone on the Saturday, paying by debit card, but cancelled it before delivery on the Tuesday, so no delivery attempted and back to warehouse...... Only, each call to ask where refund was got a different response. For the first week after that Tuesday it had already been refunded and to wait 3-5 working days. A comment about a cheque having been sent was given short shrift as impossible as I payed by debit card. Very confusing. More calls; more no-refund after 3-5 days....The next agent said it hadn't been refunded (so the previous one had lied) and needed to be passed to and actioned by the banking team, which, now ten days later I am again told the banking team have actually 'got' (on 26th), so not to worry as I will have my refund on 4th Oct. That's another 7 days away! I've really come to see the usually competitive prices as no reason to endure the stress of endless phone calls and the worry of £110 that I can only hope will be repayed - as, too, I have had not one email confirmation of order cancelled never mind one with a whiff of refund! If I get my refund on 4th Oct, that will be basically a stressed-out 3 weeks wait for my money back on an item never delivered, and where many other companies would have a refund processed in a few days. This kind of anxiety and fight to retrieve your money is just not worth it again.”

Helpful Report

Posted 4 years ago

“I ordered a phone on the Saturday, paying by debit card, but cancelled it before delivery on the Tuesday, so no delivery attempted and back to warehouse...... Only, each call to ask where refund was got a different response. For the first week after that Tuesday it had already been refunded and to wait 3-5 working days. A comment about a cheque having been sent was given short shrift as impossible as I payed by debit card. Very confusing. More calls; more no-refund after 3-5 days....The next agent said it hadn't been refunded (so the previous one had lied) and needed to be passed to and actioned by the banking team, which, now ten days later I am again told the banking team have actually 'got' (on 26th), so not to worry as I will have my refund on 4th Oct. That's another 7 days away! I've really come to see the usually competitive prices as no reason to endure the stress of endless phone calls and the worry of £110 that I can only hope will be repayed - as, too, I have had not one email confirmation of order cancelled never mind one with a whiff of refund! If I get my refund on 4th Oct, that will be basically a stressed-out 3 weeks wait for my money back on an item never delivered, and where many other companies would have a refund processed in a few days. This kind of anxiety and fight to retrieve your money is just not worth it again.”

Helpful Report

Posted 4 years ago

“Ordered a phone from cpw which did not get delivered so cancelled and asked for refund, no refund arrives so chased up after 21 days to be told a cheque was issued, cheque came and had a 30mile round trip to our nearest bank, next day cheque is returned by cpw, reason duplicate cheque, contacted again and got assurance they would credit my debit card within 3 to 5 days, 7 days later nothing, rang again and nothing on system stating refund , guy tries to say he is going to get cheque issued, told him no, refund my card, excuses excuses , will never use this company again, I will make sure as many people know about these”

Helpful Report

Posted 4 years ago


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 25%
Accurate And Undamaged Orders	Greater than 85%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Carphone Warehouse Reviews